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GCS Incident Response Specialist

Atlanta, Georgia, United States

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

In this role, we are looking for someone who displays strong decision-making skills and an acute attention to detail. The GCS Incident Response Coordinator is a critical role in addressing immediate large scale communication needs to reduce contacts in our Global Customer Service organization. We aim to be recognized as the best and most trusted customer experience brand in the world!
 
This is a  full-time position, Sunday - Thursday. Sunday 10:30-7pm and M-Th 8am – 4:30pm with occasional flexibility required to accommodate evenings and weekends based on business needs. 

What You'll Do:

  • Monitor and manage global event-level issues, providing timely responses and resolutions.
  • Respond to employee inquiries via chat, email, and internal reports, ensuring high-quality support.
  • Review and assess events potentially impacted by weather, issuing timely notifications to customers.
  • Create and distribute content to internal and external customers.
  • Collaborate cross-functionally to address ad-hoc customer communication requests.
  • Maintain and update event listings and orders according to verified changes in ticket types.
  • Communicate reported incidents at the event level, collaborating with stakeholders to determine next steps.
  • Analyze contact volumes and business environment for potential issues, taking proactive measures as needed.
  • Communicate changes in event dates and times to all affected customers.
  • Identify and implement process improvements to enhance efficiency and effectiveness.
  • Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
  • Ensure required schedule coverage as per business needs
  • Additional duties as assigned.

What You've Done:

  • BA or BS degree or relevant experience preferred.
  • 1-2 years of experience in reporting, analytics or customer service.
  • Ability to create and execute queries using SQL a strong plus.
  • Intermediate to advanced Microsoft Excel.
  • Advanced communication skills particularly in written content.

Who You Are:

  • Communication: Exceptional written, verbal, and interpersonal communication skills, adept at communicating with all levels of the organization effectively and clearly.
  • Problem Solving: Enthusiastic problem solver comfortable with ambiguity, adept at finding creative solutions.
  • Attention to Detail: Strong attention to detail, ensuring work is completed with the highest level of accuracy.
  • Self-Motivation: Highly self-motivated, dedicated to delivering impactful work consistently, even in a rapidly changing industry landscape. 

What We Offer:

  • Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
  • Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
  • Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
  • Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits. 

Base Range

$52,500 - $52,500 USD

About Us 
StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. 
 
For California Residents: California Job Applicant Privacy Notice found here
 
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.

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